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Skills-Based Routing

Skills-Based Routing

Get tickets to the right agent based on their expertise so that they receive a ticket they can efficiently solve, every time.

Let Zendesk Support do the heavy lifting

Often, customers reach out to customer support with the same issues. Assigning similar tickets to specific agents who are trained on categories of requests can help streamline complex ticket workflows. Skills-based routing enables your organisation to scale and maximise team productivity simultaneously.

Simplify the complexities

As your company grows its customer base, the volume of tickets that comes in probably increases, too. With skills-based routing, you can streamline your high ticket volume by directing tickets to the agent who is best equipped to serve them.

Skills-Based Routing

Work even more skillfully

Whether it’s language, agent region, ticket channel or product attribute, the skills you create are flexible so that you can customise any skill category for your team. In a few steps, admins can configure ticket attributes and assign groups of agents to specific skills.

Solve more requests, faster

Agents can see tickets that match their specific skills in Views. This reduces the number of hours agents spend on manually routing tickets and finding suitable tickets to work on.

Efficient ticket routing enables agents to specialise in certain types of tickets, which decreases overall ticket resolution time.

See routing in action

Hear how skills-based routing can help boost the productivity of your agents.

"We use a huge number of groups to route tickets. We're looking forward to having skills-based routing simplify our groups, free us from totally reorganising them when new workflows are added, and streamline our ticket field and view configurations."

Zac Garcia

Customer Care at Fossil

More Resources

  • Get Started in Seconds

    Follow these steps to start setting up skills for your agents

    Learn more >
  • BEST PRACTICES FOR ROUTING

    75% of Zendesk customers find that routing helps decrease ticket resolution time by enabling agents to become experts in certain tickets.

    Learn more >

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